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For Application Development & Delivery Professionals

Assess Customer Service Capabilities To Pinpoint Opportunities For Better Service

Use Forrester's Best Practices Framework For Customer Service Success

August 28, 2017


Why Read This Report

An explosion of channels, new technologies like artificial intelligence, and increasingly demanding consumers challenge organizations to reshape their service approach in the age of the customer. Application development and delivery (AD&D) pros should use Forrester's assessment tool to measure their organization against more than 150 best practices. This framework will help AD&D pros define strategy, gain executive buy-in, build stakeholder consensus, better manage customer service agents, and select the right technologies for loyalty-creating customer experiences.

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Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

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Table of Contents

  • Without Focus, Customer Service Initiatives Falter
  • Four Key Elements Drive Successful Customer Service Experiences
  • Take Action Now
  • Recommendations

  • Capitalize On The Best Practices Framework For Customer Service
  • Supplemental Material
  • Related Research Documents

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